Customer Service Team Leader

About the role

The Customer Service Team Leader reports to the Customer Service Manager and plays a key part in delivering excellent customer experiences across multiple channels while supporting profitable sales growth.

Key responsibilities

• Develop the knowledge and capability of the operations team using coaching and development frameworks.
• Supervise efficient administration processes, ensuring compliance with policies, safety, and legislative requirements.
• Manage multi‑channel fulfilment for online, commercial and click‑&‑collect orders.
• Collaborate with the team to resolve customer complaints and queries promptly.
• Maintain high standards of merchandising, in‑store marketing and presentation.
• Build and maintain effective relationships with internal and external stakeholders.

Required profile

• Customer‑focused mindset, always viewing situations through the eyes of the customer.
• Results‑driven, consistently achieving targets even under pressure.
• Talent developer, able to identify and nurture team members to meet organisational goals.

What we offer

• Competitive remuneration with potential sales commissions and incentives.
• Access to career development, training programs and discounts across the JB Hi‑Fi Group.
• 12 weeks paid parental leave for eligible primary carers and flexible hybrid working where applicable.
• Employee Assistance Program, wellbeing perks and a workplace giving program.